I think I've been an idiot...but I'm seething.

[TalentedMsRipley]

I ordered/paid for a sofa from an online shop. I realised a few days later that I couldn't actually afford it and asked for a refund. I was promised refund had been requested and would take 2 weeks. 3 weeks passed....and no money.
They promised money would be in my account soon.

I rang today and the girl said she actually just found out the other day that they don't do refunds. At all.
I feel I was misled, as in the mean time I borrowed money from my family to buy a slightly cheaper sofa, on the understanding that I was to receive a refund from this first company.

Any advice? It's a tiny company, run by one woman. Shes now ignoring my calls & emails.

If you paid by credit card complain to your bank. Otherwise you’ll have to go to small claims court (you would definitely win). Write a letter and threaten with court - the threat might scare them into refunding.

Credit card or debit card?

They can't choose if they do refunds. It's a legal right. 14 days from the date of delivery.

If you bought online without seeing the product then they have to refund you...you are legally entitled to a 14 day cooling off period to change your mind. The only exception to this as far as I am aware is if the sofa is bespoke and being custom made for you personally.

Go back to the company quoting the Consumer Contracts Regulations. If this fails I would approach your credit card company and ask them to recover the money as the next step, assuming you haven’t actually received the sofa.

Debit card. Is that worse than credit card?

I so want to know which company it is

Great you have emails! That makes it very easy to prove the timeline

I would contact either citizens advice or trading standards OP.
You have s two weeks cooling off period legally as others have said.
If you're getting nowhere yourself due to them ignoring you, then call one of the above to fight your corner.
Good luck.

I would email them and say, you have 7 days to return my funds as originally requested, attach email chain. If you do not return within this time frame I will take you to small claims court for which you will also end up paying the legal costs as I am within the law to receive this. Kind regards.

Small claims only costs c.70 and is just some forms. You cant lose as you're within the law. Do it asap if I were you.

If you paid by credit card you could have filled in a form and the credit card company would have returned your money as you don't have the goods. Always do big purchases by credit card.

I second what @Useful22 has said

Contact your bank atm they onoly have to opt in to the chargeback but it wont hurt to ask for one

She's kept you dangling for three weeks because she mistakingly thinks you're out of the legal timescale for a refund.

Follow the good advice that you've had on here. You are entitled to your money back.

Put in a small claim at money online claims. That will make them sit up and pay you back.

You may be OK paying by Debit Card as others have pointed out, many banks opt into chargeback. I would look at the Resolver website. It is excellent. I claimed for some cancelled flights and their easy to use templates were brilliant and it was hassle free and the airline have agreed a refund.
www.resolver.co.uk/rights-guide/online-shopping
Best of luck

Call them back, speak to the manager explain what you have been told, and explain that it is the LAW to refund if cancelled in the 14 days ( cooling off period).
To check your rights , go to moneysavingexpert.com

You are legally entitled to your money back and once you show that you know your rights by naming the legislation you normally find they pay up. If not contact your bank with copies of the emails, I pay by credit card and the card company have always sorted it out for me - a lesson for the future is to always pay at least £100 on a credit card.

This is why I don’t understand people who are so against credit cards. You’d have had your money back by now

I had a similar thing happen with a camera. They refused to accept the return for refund.
I went to my credit union and filled out the papers for a charge back on my debit card. Easy peasy.
Suddenly I got an email asking for the delivery confirmation number for the returned item.

You are legally entitled to your money back. Google "Consumer Rights"
and pull up a template letter......
You've MORE rights buying online (or by telephone/catalogue) due to the Consumer Contracts Regulations. These give a legal right of 14 days to cancel the order after receiving it, and a further 14 days to send most goods back for a full refund (including outward delivery costs), even if there's no fault.25 Nov 2019
Consumer rights & protection: get money back - MSE
www.moneysavingexpert.com › consumer-rights-refunds-exchange

They can't refuse you a refund and not. Actually send you the sofa, have they said you are still going to get it?
I assume you don't have the sofa? As they may change the advise in terms of who pays for it to be returned.